Support and Services
We are laser focused on delivering outstanding service at every step so you can get the most value out of Ridgeline.
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Customer Service
Each member of Ridgeline’s customer service team is guided by a simple mantra: “Do the right thing for the customer.” We are empowered to advocate for you to ensure your firm’s success with the Ridgeline product at every step.
Ridgeline combines a real-time, rep-staffed ticketing system with Zendesk, a tool that tracks all customer requests, assigns issues, and manages correspondence.
• Auto-routing of customer issues based on the topic
• Auto-escalation based on the selected severity level for quick action on high-priority concerns
• Routing directly to our knowledgeable Customer Support Analysts
• Confirmation email with a tracking number for future reference
• A satisfaction survey for each request to provide feedback
Your dedicated Account Manager is focused on your long-term relationship with Ridgeline. They will build connections with your team, understand the ins and outs of your business, provide guidance – and always be looking out for your success.
Get the most out of Ridgeline with our robust, self-guided content. Our informational and educational resources include:
• Comprehensive user guides
• Video aids
• Release notes
• Guided hands-on experience for common tasks
• Step-by-step instructions for every feature
Questions about the product? We’ve got you covered for:
• Product troubleshooting
• Integration troubleshooting
• Trade execution support
• System availability
• Enhancement requests
You can also rely on us to assist with topics outside of the product, like:
• Account management
• Business documents
• Invoices and payments
• Customer services items
• General Inquiries
During implementation, tenant management ensures an efficient and smooth transition for:
• Tenant creation
• Access requests
• Tenant copies
• Tenant deletion
• Platform troubleshooting
